Participación y satisfacción del ciudadano en la gestión pública: un estudio en el ámbito de la administración local

En el presente trabajo se analizan las relaciones entre participación y satisfacción de los ciudadanos en el ámbito de las administraciones locales españolas, también estudiaremos la relación entre el tamaño organizacional y los niveles de participación y satisfacción. Para ello analizaremos los resultados de una encuesta a la que respondieron 388 responsables de Recursos Humanos de los mayores ayuntamientos españoles. La fundamentación de este trabajo parte del cambio de paradigma que se ha dado en los últimos años en el ámbito de la gestión pública hacia el New Public Management o Nueva Gestión Pública. Este paradigma supone, entre otras cosas, una nueva forma de relación de las administraciones públicas con los ciudadanos, en la cuál el papel pasivo del mismo, como receptor de servicios en una situación de subordinación, pase a un papel más activo, en una situación de mayor igualdad. En este sentido se reclama una mayor participación de los ciudadanos en las decisiones públicas y que se presten unos servicios públicos que satisfagan las necesidades de los ciudadanos.

Die deutsche Verwaltungswissenschaft und der Ideenimport aus den USA. Über den Einfluss der USA auf die Entwicklung der deutschen Verwaltungswissenschaftstradition während des Deutschen Reichs, der Weimarer Republik, der Zeit des Nationalsozialismus und der Bundesrepublik Deutschland von 1870-1970

Die negativen Vorurteile betreffend Ineffizienz der Verwaltung und Behördenfaulheit stehen in krassem Gegensatz zum Einfluss, den die Verwaltung in der Regelung des alltäglichen Lebens einnimmt. Die Rolle der Verwaltung nahm parallel zur Entwicklung des modernen Staats laufend an Bedeutung zu. Dabei verschob sich zunehmend der Gestaltungsraum von den politischen zu den administrativen Institutionen. Die Verwaltungswissenschaft setzt sich mit diesem Wandel auseinander. Daraus folgen verschiedene Fragestellungen: Gibt es ein genug, ein zu viel oder zu wenig an Staat? An wessen Interessen sollte sich die Verwaltung orientieren, wenn sie ihre Aufgaben gut erfüllen wollte: Dem Souverän oder der Exekutive? Dem Monarchen, dem Volk oder der stärksten Partei? Oder soll sie sich auf das Gemeinwohl ausrichten – so undefiniert dieser traditionsreiche Begriff ist und auch ausschliessende, z.B. völkische, Prinzipien zu umfassen vermag? Oder gelten für die Verwaltung eher abstrakte Maximen wie Rechtsstaatlichkeit, Effektivität oder Effizienz? Die bekanntesten Schlagworte der Verwaltungswissenschaft dürften „Bürokratie“ und „New Public Management“ sein. Beide Begriffe sind stark politisiert und auch in ihrer Bedeutung umstritten, wobei letztere auch nicht der Verwendung im wissenschaftlichen Diskurs entspricht. Dies ist aus bedauerlich, weil es die gesellschaftliche Auseinandersetzung betreffend dieses wichtigen Faktors staatlicher Organisation verhindert. Für die verwaltungswissenschaftliche Auseinandersetzung bedeutet dies vor allem eines: Sich der divergierenden Bedeutungen von Begrifflichkeiten bewusst zu sein. Hier stösst man allerdings auf ein wesentliches Problem: Während die Bedeutung in der öffentlichen Diskussion notorisch unscharf ist, kennt auch der wissenschaftliche Diskurs keine klare Definition der Verwaltung, der Verwaltungswissenschaft oder verschiedener verwaltungswissenschaftlicher Konzepte. Die Schwierigkeit, die Verwaltung und ihre Bereiche zu definieren, kann als Versagen der Wissenschaft verstanden werden (Ellwein, 1966: 15; von Stein, 1965: 2384) oder auch daran liegen, dass das Unterfangen prinzipiell unmöglich ist (Forsthoff, 1973: 1). Auf jeden Fall zeigt die komparative Verwaltungswissenschaft, dass Begriffe und Konzepte aus fremdsprachigen Publikationen und deren Kontext übernommen wurden. Besonders deutlich wird dies darin, dass in der Management-Literatur oder der Policy-Forschung die ursprünglich englischen Begriffe im deutschen Sprachgebrauch ebenfalls verwendet werden. Aber die Bedeutungen der ursprünglichen Ideen haben sich während des Transfers in den neuen wissenschaftlichen und politischen Zusammenhang geändert. Daraus folgt eine zweite Problemdimension, die bereits von Woodrow Wilson (1941 [1887]) im Gründungsdokument der US-Verwaltungswissenschaft aufgeworfen wurde: Für welchen Bereich kann die Verwaltungswissenschaft eine Gültigkeit beanspruchen? Wilson argumentiert, dass die Verwaltung als eine Technik zu betrachten sei. Als solche sei sie unabhängig vom politischen Kontext gültig, weswegen er vorschlug, die USA sollten sich in der Suche nach der besten Staatsverwaltung am preussisch-deutschen Modell zu orientieren. Analoge Gedankengänge können auch in der deutschen Verwaltungswissenschaft festgestellt werden, wenn sich die Forschenden auf ausländische Inspirationen beziehen. Die Forschenden suchen dabei Antworten, die unabhängig von ihrer Herkunft auf die eigenen politischen, ökonomischen oder sozialen Problemstellungen gemünzt sind. Diese Probleme – genauso wie die Lösungsansätze – können globale sein, orientieren sich in der Regel jedoch an den eigenen nationalen Institutionen. Denn nur von diesen können sich die Forschenden erhoffen, dass ihre Lösungsvorschläge in die Praxis umgesetzt werden. Basierend auf dieser Argumentation schliesst die aktuelle komparative Verwaltungswissenschaft auf nationale Traditionen der Verwaltungswissenschaften, die den spezifischen Staatsverständnissen entsprechen (Raadschelders und Rutgers, 1996; Rutgers, 2001b; Stillman, 2001). Dabei werden zwei wesentliche Faktoren ausgeblendet: Erstens wandelte sich das Staatsverständnis im Verlauf der Zeit. Zweitens sind und waren die Verwaltungsforschenden trotz ihrer Ausrichtung an einer nationalen Institution nicht in einem nationalen Diskurs isoliert. In den modernen und zeitgenössischen verwaltungswissenschaftlichen Publikationen wird die internationale Einbettung sowohl in den referierten Werken als auch in den Moden der behandelten Themen und angewandten Methoden evident. Diese Einsicht gilt aber nicht erst ab der Globalisierung in den 1990er Jahren, sondern lässt sich bereits in der Zeit vor der deutschen Staatenbildung aufzeigen. Gerade die Kameralisten reisten häufig zwischen den europäischen Fürstenhäusern umher und sorgten dadurch nicht nur für eine weite Verbreitung ihrer Ansätze, sondern kamen selbstverständlich auch mit fremden Ideen in Kontakt (Wakefield, 2009). Und die Entwicklung in der deutschen Verwaltungswissenschaft nach dem Zweiten Weltkrieg kann ohne eine tiefere Betrachtung der Entwicklungen in den USA nicht verstanden werden. Aus diesem Grund wird hier ein Versuch unternommen, die Entwicklung der deutschen Verwaltungswissenschaft von der Gründung Deutschlands 1871 bis in die 1970er Jahre auf den Einfluss US-amerikanischer Ideen hin zu untersuchen. Dazu werden zuerst in der Sektion I der Untersuchungsgegenstand und die theoretischen Grundlagen eingeführt, anhand derer der Import von Ideen aus den USA durch die deutsche Verwaltungswissenschaft untersucht wird. Sektion II zeigt anhand von Primärquellen die Entwicklung der deutschen Verwaltungswissenschaft. Die Struktur folgt dabei den Phasen sozialer und politischer Umbrüche: Gründung des deutschen Reiches (Kapitel II.1), Zwischenkriegsperiode (Kapitel II.2), Nachkriegszeit (Kapitel II.3) sowie die 1960er und 1970er Jahre (II.4). In Sektion III wird der Ideentransfer analysiert und danach in IV die Konklusionen betreffend die deutsche Tradition der Verwaltungswissenschaft präsentiert.

Auditoria Pública e Privada: Estudo de Caso Comparativo a Nivel da Análise Económico-Financeira e da informação Financeira Prospetiva

A globalização dos mercados e a consequente atuação das empresas a nível internacional, repercutiu-se no processo de harmonização e normalização contabilística do setor empresarial. Tal reforma ainda não ocorreu na Administração Pública, urgindo implementar um corpo de normas, aceite internacionalmente, que sejam transparentes, compreensíveis, fiáveis, consistentes e comparáveis à escala nacional e internacional. A par do sistema contabilístico surge a necessidade, legal ou opcional, de revisão às contas, no sentido de lhes conferir maior credibilidade e, em consequência, apoiar a tomada de decisões económicas por parte de todos os agentes. Neste sentido, quer na esfera empresarial, quer na esfera administrativa, o auditor acaba por assumir uma função de índole social, em virtude da sua atuação na defesa dos interesses coletivos. Na análise económico-financeira também se apresenta relevante para o processo decisório, centrando-se em torno de questões, tais como o equilíbrio financeiro, a rendibilidade dos capitais, o risco e a criação de valor. Embora, numa primeira análise, seja intuitiva a sua aplicabilidade somente ao setor empresarial; em certa medida, esta premissa deixou de se verificar com a New Public Management, orientada pela performance e contenção de custos. Numa era em que as alterações económicas, tecnológicas e sociais são constantes, definir e cumprir uma estratégia, tornou-se num dos objetivos mais importantes para os gestores empresariais, pelo que a contabilidade passou a abraçar uma vertente previsional, capaz de acrescentar valor nesse processo. Reportando-nos à realidade pública administrativa, o cenário de enquadramento difere, devido à sujeição orçamental que lhe é inerente. Neste sentido, esta dissertação tem como objetivo analisar se no âmbito da auditoria realizada quer a uma entidade pública, quer a uma empresa, os objetivos, procedimentos e pressupostos são semelhantes no que respeita à análise económico-financeira e à informação financeira prospetiva.

Managing from the inside out:drawing on 'receptivity' to explain variation in strategy implementation

With the rise of 'New Public Management' (NPM), government policy has encouraged public-sector organizations to downsize and outsource their services. There is, however, local variation in the use of outsourcing - this is 'managing from the inside out'. This paper draws on the notion of receptivity for organizational change to explain variation in strategy implementation. Four receptivity factors are identified which seem to explain the success of two contrasting English local government outsourcing strategies: ideological vision, leading change, institutional politics and implementation capacity. The organization level of change is interconnected with two other levels of change (the public service and environment levels) to illustrate the dynamic nature of change.

Local government modernisation:UK and comparative analysis from an organizational perspective

This article analyses three strands of local government modernization. The first takes an overview of the development of 'modernization' and 'improvement' of local government in the UK under the Labour government since 1997 and the overall programme of reform. We discuss both the shifts and the continuities with the previous decade and a half of the 'new public management' of Conservative administrations. We examine the implicit assumptions about how to achieve organizational and cultural change, arguing that much modernization is premised on a mechanistic metaphor of organizational change. The second section of the article examines other metaphors and theories of organizational change, arguing for the need to consider institutional and organizational perspectives in analysing local government modernization. The third section of the article then applies some organizational concepts to the comparative analysis of local government modernization.

Discretion and control in education:the teacher as street-level bureaucrat

This article assesses the impact of education reform and the new public management (NPM) on the discretion of school teachers. The focal point of the study is Michael Lipsky's theory of discretion which casts public service professionals and others involved in service delivery as 'street-level bureaucrats' because their high degree of discretionary rule-making power enabled them to effectively make policy as well as implement it. The article considers the relationship between education reform and the NPM and focuses on the increased emphasis on skills-based teaching and changes in management and leadership in schools. The literature and survey of teachers demonstrate that discretion in the workplace has been eroded to such an extent due to a high degree of central regulation and local accountability as to question the applicability of Lipsky's model. The findings are based on the literature and a small survey undertaken by the author. © 2007 BELMAS.

Climate change performance measurement, control and accountability in English local areas

Purpose – This paper aims to consider how climate change performance is measured and accounted for within the performance framework for local authority areas in England adopted in 2008. It critically evaluates the design of two mitigation and one adaptation indicators that are most relevant to climate change. Further, the potential for these performance indicators to contribute to climate change mitigation and adaptation is discussed. Design/methodology/approach – The authors begin by examining the importance of the performance framework and the related Local Area Agreements (LAAs), which were negotiated for all local areas in England between central government and Local Strategic Partnerships (LSPs). This development is located within the broader literature relating to new public management. The potential for this framework to assist in delivering the UK's climate change policy objectives is researched in a two-stage process. First, government publications and all 150 LAAs were analysed to identify the level of priority given to the climate change indicators. Second, interviews were conducted in spring 2009 with civil servants and local authority officials from the English West Midlands who were engaged in negotiating the climate change content of the LAAs. Findings – Nationally, the authors find that 97 per cent of LAAs included at least one climate change indicator as a priority. The indicators themselves, however, are perceived to be problematic – in terms of appropriateness, accuracy and timeliness. In addition, concerns were identified about the level of local control over the drivers of climate change performance and, therefore, a question is raised as to how LSPs can be held accountable for this. On a more positive note, for those concerned about climate change, the authors do find evidence that the inclusion of these indicators within the performance framework has helped to move climate change up the agenda for local authorities and their partners. However, actions by the UK's new coalition government to abolish the national performance framework and substantially reduce public expenditure potentially threaten this advance. Originality/value – This paper offers an insight into a new development for measuring climate change performance at a local level, which is relatively under-researched. It also contributes to knowledge of accountability within a local government setting and provides a reference point for further research into the potential role of local actions to address the issue of climate change.

Accountants as institutional entrepreneurs:changing routines in a telecommunications company

Findings: As part of the consequences of new public management reforms, we illustrate how institutional entrepreneurs de-established an older state-run bureaucratic and engineering-based routine and replaced it with a business- and accounting-based routine. Eventually, new accounting routines were reproduced and taken for granted by telecommunications management and employees. Research Limitations/implications: As this study is limited to a single case study, no generalisation except to theory can be made. There are implications for privatisation of state sector organisations both locally and internationally. Originality/value: The paper makes a contribution to elaborating the role of institutional entrepreneurs as agents of change towards privatisation and how accounting was used as a technology of change. Purpose: The purpose of this paper is to explicate the role of institutional entrepreneurs who use accounting technology to accomplish change within a privatised telecommunications company. Design/methodology: The case study method is adopted. The authors draw on recent extension to institutional theory that gives greater emphasis to agency including concepts such as embeddedness, institutional entrepreneurs and institutional contradiction.

Accounting and the emergence of care pathways in the National Health Service

This paper examines the effects of New Public Management reforms on the information infrastructure underpinning the work of public service professionals. Focussing on the case of the British National Health Service (NHS), the paper argues that hospital accounting reforms played a significant role in the emergence of standardised models of clinical practice. The paper moreover argues that, under the label “care pathways”, such standardised models of clinical practice became embedded in the information infrastructure of the NHS and concludes by discussing their implications for the work of doctors and hospital accountants.

Gestão educativa gerencial: superação do modelo burocrático?

The study discusses the changes in public management and their impacts on the educational field from the adoption of the flexible model production. It is based on the assumption that the changes incontemporary societies were influenced by the need to reorganize the capital that, in crisis, tried to overcome the Taylor/Ford production model, by implementing a more agile, more flexible one to meet the current demands of the market. For the implementation of the new public management, the Latin American countries started to use strategies based on the business model and the criteria of efficiency, effectiveness and productivity. This new management paradigm advocated replacing the bureaucratic model of management by a decentralized model, with focus on customer service. These guidelines have a broad impact on the educational management and were disseminated by international organizations. Studies show that the management model has been unable to overcome the bureaucratic model of management that existed within the school, which is found in the transformation of a bureaucratic flexibility, consistent with the new model of production.

"Biggest Scandal in Canadian History": HRDC Audit Starts Probity War (Working Paper 23)

The article describes the nearly year-long political and media uproar that followed on the release in January, 2000 of a qualitative or soft “audit” of management control in the federal government department, Human Resources Development Canada, and analyses the contributing factors. The article argues that the auditors’ examination of project files for programs delivered by grants and contributions was so abstract and poorly executed that nothing whatever can be concluded from the work. Factors that favoured the “scandal” interpretation include across-government New Public Management reforms where accountability has not been re-theorized for Canada’s Westminster system of government; Canada’s electoral volatility that starves the country of experienced politicians and spurs the tradition of political compensation for electoral support; and the political role of the Office of the Auditor General. This paper has been accepted for publication by the journal Critical Perspectives on Accounting, which holds copyright.

De controller als Businesspartner. Hoe beïnvloeden persoonskenmerken de ontwikkeling naar "Partner in Business"binnen de afdeling Financiën bij de provincie Gelderland?

Bij de provincie Gelderland is per 01-01-2009 een reorganisatie doorgevoerd waarbij o.a. de ondersteunende disciplines zoals Financiën zijn samengevoegd binnen één centrale afdeling. Binnen de afdeling Financiën is een team ‘Business control’ gevormd waarin de Financieel adviseurs zijn ondergebracht. Daarbij is vanaf 2009, in verschillende termen en bewoordingen, steeds de ambitie uitgesproken om van de “Financieel expert” naar “Partner in business” te groeien. De ervaring tot dusver laat zien dat deze ambitie in de praktijk moeizaam te realiseren is. Dit onderzoek richt zich op verschillende facetten die samenhangen met bovengenoemde ambitie. Daarbij richt het onderzoek zich vooral op de vraag wat de invloed daarbij is van de persoonskenmerken van de medewerkers. De onderzoeksvraag is: Hoe beïnvloeden de persoonskenmerken de ontwikkeling naar “Partner in Business” bij het team Business control binnen de afdeling Financiën bij de provincie Gelderland? Uit het literatuuronderzoek blijkt dat New Public Management (NPM) een belangrijke externe ontwikkelingen is voor de publieke sector. NPM heeft als doel om publieke organisaties meer resultaatgericht, meer gecoördineerd en efficiënter te laten werken. Bij NPM gaat het o.a. om begrippen als resultaatgerichtheid, output en efficiency. Aangezien de controller het management adviseert bij het efficiënt realiseren van de organisatiedoelstellingen is NPM van invloed op de (rol van) de controller. Een verandering in de rol van de controller is ook het gevolg van de veranderingen in de financiële functie. Uit diverse onderzoeken blijkt dat de controllersfunctie zich ontwikkelt van een administratieve, ten behoeve van het top-management controlerende functie, naar een beslissingsondersteunende functie voor alle geledingen van het management. Conijn et al. (2005) beschrijven de ontwikkeling in de financiële functie aan de hand van een denkmodel met daarin vier fasen met de bijbehorende archetypes Scorekeeper, Financial controller, Managementcontroller en Businesspartner. Naast deze ontwikkelingen zijn ook persoonsgerelateerde factoren van invloed op de rol van een controller binnen een organisatie. Vanuit de organisatiepsychologie worden de persoonlijke eigenschappen van mensen dikwijls in vijf verschillende dimensies gevat, ook wel ‘the big five’ genoemd. Het big five factor model gaat ervan uit dat elk persoon in meer of mindere mate de volgende vijf persoonlijke dimensies heeft: Extraversie, Meegaandheid, Zorgvuldigheid, Openheid en Emotionele stabiliteit. De situatie bij de provincie Gelderland is onderzocht aan de hand van een enquête. De enquête is uitgezet bij de 28 Financieel adviseurs met 17 representatieve respondenten. Hieruit blijkt dat de Financieel adviseurs bij de provincie Gelderland voornamelijk activiteiten verrichten die horen bij de rol van Financial controller en in mindere mate die van respectievelijk Managementcontroller, Businesspartner en Scorekeeper. Daarbij beschikken de Managementcontrollers en de Businesspartners meer over de persoonskenmerken Extraversie, Openheid en Emotionele stabiliteit dan de Scorekeepers en Financial controllers. De Scorekeepers beschikken juist het minst over deze drie persoonskenmerken ten opzichte van de andere drie typen controllers. Voor wat betreft de persoonskenmerken Zorgvuldigheid en Meegaandheid laten de resultaten van de enquête geen eenduidig beeld zien in de relatie tot de typen controllers die de Financieel adviseurs vervullen. Op basis van dit onderzoek en met inachtneming van het aantal van 17 respondenten bij de enquête, lijkt er een relatie te zijn tussen de persoonskenmerken van controllers en de rol die zij als controller vervullen. De rol van Businesspartner vraagt blijkbaar om een hoge mate van Extraversie, Openheid en Emotionele stabiliteit. Voor de provincie Gelderland betekent dit concreet dat bij de gewenste ontwikkeling van Financieel expert naar Partner in business rekening gehouden moet worden met de persoonskenmerken van de Financieel adviseurs. Hierdoor kan er een goede aansluiting tot stand worden gebracht tussen de controller als persoon en zijn/haar controllersrol binnen de organisatie. Kortom; de juiste persoon op de juiste plaats.

The evolution of public–private partnership in Ireland: a sustainable pathway?

Ireland is a latecomer to Public Private Partnership (PPP) having only adopted it in 1998. Prior to the credit crisis, Ireland followed the UK model with PPPs being implemented in transport, education, housing/urban regeneration and water/wastewater. Having stalled during the credit crisis, PPP has been reactivated recently with the domestic infrastructure stimulus programme . The focus of this paper is on Ireland as a younger participant in PPP and the nexus between adoption patterns and sustainability characteristics of Irish PPP. Using document analysis and exploratory interviews, the paper examines the reasons for Ireland’s interest in PPP which cannot be attributed to economic rationales alone. We consider three explanations: voluntary adoption – where the UK model was closely followed as part of a domestic modernisation agenda; coercive adoption – where PPP policy was forced upon public sector organisations; and institutional isomorphism – where institutional creation and change around PPP was promoted to help public sector organisations gain institutional legitimacy. We find evidence of all three patterns with coercive adoption becoming more relevant in recent years, which is likely to affect sustainability adversely unless incentives for voluntary adoption are strengthened and institutional capacity building is boosted.

A política de gestão de pessoas da UFPA: em sintonia com o gerencialismo?

This research examined the personnel policies of the Federal University of Pará (UFPA), aimed at the middle area, implemented by the President's Office of Personnel Management (PROGEP), through the Performance Management and Development from 2006 to 2009 period, in which Institutional Plan was implemented for Technical and administrative (PIDT) with a view to ascertaining whether these actions were developed in line with the ideas of managerialism or New Public Management (NPM). The study opted for qualitative research using interview as a tool to collect data. The informants were managers PROGEP / UFPA who acted in that period. Data interpretation was based on analysis of content from the collation of speeches and documents produced during the period with the managerial categories. Data analysis revealed that the management of people, UFPA has the characteristics of a hybrid management, observing the period studied two models of management: a bureaucratic, rational, focused on processes, contemporary face of public organizations, and other managerialist, adopted by PROGEP in obedience to the mandatory policies of the federal government, being much more present the characteristics of a personnel policy-oriented processes. Concludes that the personnel policy of the UFPA has not been fully tuned to managerialism in the surveyed period

Percepções de maturidade em gerenciamento de projetos à luz da nova gestão pública: uma investigação com gestores das secretarias estaduais do Rio Grande do Norte

This study aimed to measure the perception of maturity project management of state boards of Rio Grande do Norte by the perception of its managers. Argues that project management has been highlighted as a critical factor for the success of any organization, because the projects are directly related to the set of activities that result in organizational innovation as products, services and processes and the improvement of project management is directly aligned with the main pillars of the New Public Management. Methodologically, this is a quantitative research of a descriptive nature in which 161 forms were applied with coordinators and subcoordinators of state departments of Rio Grande do Norte, culminating in a sampling error of less than 6% to 95% confidence according to the procedures finite sampling. The process of tabulation and analysis was done using the package Statistical Package for Social Sciences - SPSS 18.0 and worked with techniques such as mean, standard deviation, frequency distributions, cluster analysis and factor analysis. The results indicate that the levels of maturity in project management in state departments of Rio Grande do Norte is below the national average and that behavioral skills are the main problem for improving management in these departments. It was possible to detect the existence of two groups of different perceptions about the management of projects, indicating, according to the managers, there are islands of excellence in project management in some sectors of the state departments. It was also observed that there are eight factors that affect maturity in project management: Planning and Control , Development of Management Skills , Project Management Environment , Acceptance of the Subject Project Management , Stimulus to Performance , Project Evaluation and Learning , Project Management Office and Visibility of Project Managers . It concludes that the project management in state departments of Rio Grande do Norte has no satisfactory levels of maturity in project management, affecting the levels of efficiency and effectiveness of the state apparatus, which shows that some of the assumptions that guide the New Public Management are not getting the levels of excellence nailed by this management model